Desktop Support Engineer L1

Job Description

Position OverviewWe are looking for an enthusiasticIT Desktop Support Engineer - L1with a focus onfirewall and network security support. This role involves providing first-line technical assistance to end-users, troubleshooting desktop and network issues, and assisting in the monitoring and maintenance of firewall systems under the guidance of senior engineers.Key Responsibilities
• ProvideL1 desktop supportfor hardware, software, and peripheral devices.
• Assist inbasic firewall monitoring and troubleshooting(e.g., rule checks, connectivity issues).
• Respond to user queries via ticketing system, email, or phone, ensuring timely resolution.
• Escalate complex firewall or network issues to L2/L3 support teams.
• Support installation and configuration of operating systems, applications, and security patches.
• Perform routine checks on antivirus, endpoint protection, and firewall logs.
• Document incidents, resolutions, and escalate unresolved issues.
• Ensure compliance with IT security policies and data protection standards.
• Provide basic training to users on secure IT practices.
Required Skills & Qualifications
• Bachelors degree in Computer Science, Information Technology, or related field (preferred).
• 02 years of experience in IT desktop support or helpdesk environment.
• Basic knowledge offirewall concepts(rules, ports, VPN, access control).
• Familiarity with firewall products (e.g., Fortinet, Palo Alto, Cisco ASA, Sophos) is an advantage.
• Strong understanding of Windows OS, MS Office Suite, and common desktop applications.
• Basic networking knowledge (IP, DNS, DHCP, VPN).
• Excellent communication, problem-solving, and customer service skills.
Career PathThis role offers opportunities to grow intoL2/L3 Desktop Support, Network Security Engineer, or Firewall Administratorpositions with experience and advanced training.

Keyskills :
desktop supportfirewall configuration